I am extremely dissapointed with Sprint customer service! (long thread)

[Dr.8820]

Originally Posted by xxxjdoggxxx

The Best Buy option probably won't work for me because I was told they may have them in stock later next week but my 30 days is up on Monday.

go to worst buy tomorrow(or today) and ask to buy one.they do have them but like to play stupid games.when they bring it out,there's your replacement!

[furiousgtz]

Originally Posted by mr8820

go to worst buy tomorrow(or today) and ask to buy one.they do have them but like to play stupid games.when they bring it out,there's your replacement!

lol then they will make another story that they have separate inventory for replacement and this is for sale only and that its back ordered? - this is what sprint store told me not best buy but you never know.

[MrHawaii]

I apologize that you are not having a pleasant experience. Here is what you can do.

If you have TEP, you only have to pay $50 deductible if you are filing a claim through Asurion for LOST, STOLEN, MOISTURE DAMAGE, OR PHYSICAL DAMAGE instances. That can be done by calling Asurion at 1800584366 or by filing a claim on-line at www.phoneclaim.com.

If it is not one of those problems, (which I don't beleive it is from reading your post) you can take it to any authorized Sprint Service and Repair Center and have it repaired or if they can not repair it at that time (because they don't have correct parts, tools, etc.) they may exchange it for you at that moment or order a replacement if it is in stock. The latter being the bigger problem where everyone is low or out of inventory.

Third option, if you live too far from a Sprint Authorized Service and Repair Center you can do self-service exchange. Go to www.sprint.com/storelocator type in "000000" and check the Repairs button. A message will pop up stating that, "There are no repair centers within 50 miles of your location. Please use our Self Service Phone Replacement option". Click on that link to order the replacement yourself. Keep in mind that you will be responsible to send back the broken handset yourself and if it is not recieved, you may be charged for that handset. Hope this helps!

***EDIT***
Here is the direct link to the self service option.
https://indirect3.sprint.com/apps/ad...&withinRange=N

[MrHawaii]

***EDIT***
Here is the direct link to the self service option.
https://indirect3.sprint.com/apps/ad...&withinRange=N

[Insoc]

I would recommend returning it for a full refund at BB, and go back to an old phone or a cheap phone.

IF that is not to your liking, BB is supposed to have Loaner phones if you have their insurance. Give them your Pro, get a loaner phone, and wait for a new Pro from BB...

Good Luck!

[xxxjdoggxxx]

Originally Posted by mr8820

i believe that worst buy gets all the blame.yes,it's a sprint phone but who sold it to you?i would only involve sprint after i emailed worst buys' corporate office and nothing gets done.but i said it before and i'll say it again:RETURN YOUR PHONE TO PLACE OF PURCHASE.refuse to leave until something is done.call *2 and say that you want to cancel.if you don't want to do those 2 things,i don't know what else to say(or type!).the title of this thread is poor sprint customer service so now you're going to get alot of people doing what i did.sure worst buy got the pro first,but search my name and you will see that i warned people not to go there(worst buy).i got 3 different pros(this 1 is working somewhat),but my 1st came from telesales with next day delivery on 10/31 and when i went to the sprint store to exchange my 2nd,the guy just took the phone and batt cover.now i have 2 batts,headsets and the whole nine.sprint rocks!

If you would read my original post I give a couple examples of how Sprint has had poor customer service every time I have dealt with them (not just about the pro). Yes I do agree in this case Best Buy (and HTC) deserve most of the blame. The reason I said Sprint gets some of the blame is a few of the things i sighted in my OP such as saying they would order me a phone and not calling back and the false info I got when in the chat today. Maybe I should have picked a better title for this thread and for that I apologize but I will not apologize for saying Sprint has poor customer service (however there services and phones when they work correctly are great). Hopefully after I get this resolved I will never have to talk to cs again.

Originally Posted by MrHawaii

***EDIT***
Here is the direct link to the self service option.
https://indirect3.sprint.com/apps/ad...&withinRange=N

Originally Posted by Insoc

I would recommend returning it for a full refund at BB, and go back to an old phone or a cheap phone.

IF that is not to your liking, BB is supposed to have Loaner phones if you have their insurance. Give them your Pro, get a loaner phone, and wait for a new Pro from BB...

Good Luck!

Getting a different type of phone is out of the question for me as I am addicted to my Pro (even with the defects).

Strangely enough after looking at my BB reciept I do have the BB insurance (even though I was never asked if I want it). now I guess I have two options, use MrHawaii's idea or go the BB route. Which is the most painless and quickest way?

[Dr.8820]

i will concour that some people who works for sprint should be selling magazines.but before this thread gets closed,just re-read the posts and if you follow any of the advice given,you will get a replacement htc touch professional.good luck my friend.

[jonsigler]

I may or may not be in the minority here, but I'm a happy Sprint customer right now, and I see a slight change in how they are approaching customer service. Their service has sucked so bad in the past, that the new and improved is still bad, but a step in the right direction.
Their pricing is out of this world. Try pricing the same "Everything" with Verizon or AT&T and you will be paying 50% more.
Got crappy reception at home? Get yourself an Airave and presto problem solved. Got crappy reception with Verizon or AT&T, well sucks to be you.
Have a trouble, I've gotten friendly customer service reps recently, they have tried to make me happy and have actually done so. I wanted the new HTC and they gave me the full $150 upgrade, and since the rebate wasn't programed yet they reduced the purchase price for it... No song and dance about how I can't get the rebate, or well this or that. They just did it. Had a small glitch in getting the phone working and when I walked back in the store they knew I was the guy who just got the HTC and quickly solved the issue. That is the way it should be done.

[Insoc]

So I guess patience is out of the question. You have solutions, but do not wish to take action.

Good Luck.

[RamonTomzer]

first off i work at sprint... my log in is my real name and i work for a store in MA... so let me just begin by saying im not flaming you or anything but these are the facts... you went to a 3rd party dealer and bought a product from them for whatever the reason be it price, convenience of location etc, whatever but you did not give sprint your business on the phone... sure you pay a monthly bill to them and i agree that it should have been exchanged a while ago but we are a CELL SERVICE PROVIDER NOT A MANUFACTURER. If i buy a nissan from a non nissan dealer i guess i cant really get mad at nissan if something fails, sure it is there product but i should have went and gave them my business and got the warranty from THEM not a third party warranty. Also it is the responsibility of the store you purchased it from to replace defects if so stated within there return policy... ill be honest im not sure of BB's policy, however i beleive they will cover it... as for the out of stock issue, it is a popular phone and they have been out of stock in my area as well so i know the pain you are going through because we see customers in the same situation as i work in a service and repair center. what we have been doing is if the purchaser had bought it from a corporate sprint store we have been promising to honor the 30 day exchange past the 30 days, which is what i would say BB should offer you, but again i dont make those decisions. also the fact that the local sprint store is 30 mins away? its 30 mins man... you just bought a $600 device and you cant go 30 mins to get something fixed? its 30 mins man, sprint cant build stores every 15 miles, not even wal mart can do that!(altho there are alot of them) im not sure why no one was answering the phone at your local sprint store but i know my store gets extremely busy and sometimes we can not get the phones as quickly as wed like to, and trust me reps in stores make money on sales so beleive me when i say everytime they answer the phone it is an opportunity to make money and i know everyone wants to make money. as for the whole palm treo thing im not really too sure what was up without getting into details but if you had bought your treo at BB again same thing, 3rd party retailer not sprint. bottom line if you want to make it easier on yourself just go to the sprint store and see if the manager there will take care of you. also like mr8820 said being polite sure goes along way... dont come at the reps/managers at the store like they did this to you, they didnt sell you the phone someone at BB did. and from experience when a customer comes at me like that depending on the situation i will either BEND the rules in there favor or not. politeness will more than likely get you a new phone if they have one in and are willing to exchange it for you, however keep in mind that if the manager goes by the book you will be in need of heading back to BB for the exchange in which case ask for the manager of BB mobile and see if he will honor it past 30 days if need be. in the mean time i would do and ESN swap to a working phone... not the best situation to be in but you can then make phone calls, which is the point of a cell phone. i would then see if BB or Sprint store manager would credit you for the time you werent able to make calls... do not expect a full credit as it is not sprints responsibility to come to you, as this could have been probably taken care of if you had just made the trip out there to begin with. again not a flame just my point of view... take it for what its worth nothing more nothing less...


also the views statements above does not reflect any view points of sprint and or any of there affiliates, this statement clears them of any possible liabilities and or ramifications, again strictly my views as human being...

just get up and go to the store, as far away as 30 mins might be for you most people drive that to get to there local Mall, movie theater, favorite restaraunt etc etc.


SORRY FOR THE TEXT WALL!!